Customer service skills have’ stopped evolving, since the foundation of the modern customer support industry.

Customers agents` job is fairly demanding to say the least. However, this is nothing new since we are speaking about a competitive market that changes dynamically!

Hence, It is necessary to have the right skills as call agents, and of course, to grow constantly. So, what are the 5 must-have customer skills you should improve in 2022?

How can you be a step ahead of the other agents? Let’s find out!

#5 Emotional intelligence

Emotional intelligence is learning how to understand and manage your own emotions while interacting with other people(in the most positive way). No matter how bad the situation is.

For instance, call agents can easily detect whether the customer is angry/irritated or moves toward this line.

Those whose emotional intelligence isn’t shaped well can risk diving into bigger problems. Even though this is a soft skill instead of a technical, still, it takes a lot of effort to get better.

Additionally, learning this skill in the customer service market can pave the road towards becoming a true professional in this field and out of it.

 

#4 Complex problem solving

The customer service marketplace is never boring, but instead, there are numerous situations that you have to handle. Most, if not all of them require complex problem-solving.

Keep in mind that the pressure is very high since call agents represent the business in the best or in the worst way. Based on the interaction, customers may become loyal to the business, or you will lose them forever.  Here you can read how to prevent customers from churning.

Given the fact that customers are from all demographics and ages, there are people that favor one channel over another. So, you have to be equally good in offering help whether that’s through phone, email, social media, etc.

A great tip that you can take advantage of is:

• Define the problem
• Look for possible solutions
• Define the most suitable solution
• Offer the solution in the best possible way

 

#3 Data Entry

As time passes, data entry is becoming one of the most important customer service skills that should be learned by customer agents. Honestly, this is expected.

The reason is very simple as well. Namely, call agents set up information, provide pricing about the product, and other information through data entry.

You can notice this by yourself, all it takes is to take a look at the open job positions. In the requirements, you will rarely see a job advert that doesn’t require data entry proficiency.

Moreover, data entry is a broad field. Even though your primary responsibility is entering customers and collecting customer information, there are other job-related tasks that you should know how to handle.

One of them is responding to customer inquiries, as well as directing and resolving their problems.

 

#2 Persuasion skills

To gain persuasive skills, you have to train hard. But, keep in mind that since the stakes are high, the rewards are even greater!

As a professional in the customer service industry, you (will) handle dozens of interactions, daily. Aside from offering support, call agents should also know how to persuade the customer.

By being persuasive, a call center agent can make the customer interested in a certain service/product.

However, this does not mean misleading a customer, but instead, presenting him/her why and how your company’s product/service can satisfy their needs!

What’s even better is that if you sharpen your persuasive skills, you will never end a conversation in a bad way. But exactly the opposite.

But, remember. Don’t push the boundaries since this can negatively affect the overall customer experience.

Here you can read why customer experience management is crucial for your businesses.

 

#1 Analytical skills

Understanding numbers and the indicators of the numbers themselves is what every business is keen on having. Analytics is the best way to predict the way of thinking of the customers.

How do they interact with the brand, etc. Call agents that have this skill set will have numerous benefits. Yes, not many people like numbers, but overcoming this challenge will make you a valuable part of the organization.

In 2022, having a deep understanding of consumers’ insights and owning this skillset can guarantee you success and nothing less. For instance, your career options can become numerous and there are real chances that you can climb over each part of the company’s hierarchy.

Sounds good?

Conclusion

We hope that you’ve found this article helpful, especially if you pursue your career in the customer service industry!

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